FNB LOAN service is poor and very disappointed.

On the 26th of August i received an email regarding about a query : Good day Miss Nomenzi P Ntsele, Thank you for bringing this matter to our attention. Please note that we tried to contact you to no avail. Kindly be advised that your refund has been approved and will be allocated to your transactional account in 48 business hours. We apologise for the delayed response and any inconvenience this may have caused. Should you require further information please do not hesitate to contact us again. Kind Regards, Laurelene Vermeulen

Today the 2nd of September no payment has been made, i called and query about it, i was sent pillar to post. I even sent thru an email on Contact us on my FNB App. At 11:34am i received an SMS that my new instalment will be R ..... When did i request a new instalment and where did i accept that?, i never approved of that instalment all i wanted is the amount that i was promised to be refunded. Honestly i don't know how FNB works but I'm really disappointed. Since when you send an SMS but you where promised on Email for a refund. My Ref no: ***. I would like to be refunded as promised. I will wait